Posted by Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. Delaporte has served as CEO and managing director of Wipro from July 2020. It is headquartered in Bangalore, Karnataka, India.
Junior Service Desk Administrator – Japan
Job Description:
Handle calls, emails, & Web tickets (daily)
Address technical queries and fix or log them appropriately accurately
Escalate queries when required to appropriate personnel
Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)
Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight
Ensure consistent productivity and quality of service
Meet SLAs and individual KPIs
Assist Operation Support System (OSS) with problem determination & Handle any Severity 1 & 2’s appropriately
Should manifest flexibility to support operational requirements
Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
Qualification:
1- 2 years of overall experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory
Bachelor Degree
Excellent analytical, problem solving and critical thinking skills
Exceptional oral and written communication skills
Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative.
Native Japanese Language (N1) is mandatory along with English speaking & Writing ability